Job description
We’re recruiting on behalf of a government agency for a skilled Workforce Planner to join their team and help optimise operations and service delivery.
Key Responsibilities:
• Manage rostering, forecasting, scheduling, and break optimisation to ensure efficient contact centre coverage.
• Monitor call volumes and performance metrics to align staffing with workflow demands.
• Support and coach contact centre staff, assisting with escalations and customer inquiries.
• Respond to incoming calls, emails, and messages, providing accurate and timely assistance.
• Conduct call monitoring and provide performance feedback to team members.
• Maintain and update customer databases and records.
• Liaise with internal departments and complete associated clerical tasks.
• Promote services and provide additional information to customers where appropriate.
What We’re Looking For:
• Proven experience in workforce planning within a contact centre environment.
• Proficiency in workforce management tools – Genesys PureCloud experience highly desirable.
• Familiarity with Salesforce – desirable.
• Intermediate to advanced Excel skills.
• Strong communication, problem-solving, and organisational skills.
• Ability to work independently and collaboratively in a hybrid setting.
This is a fantastic opportunity to contribute to a high-performing team in a flexible and supportive environment. If you would like to be considered for this role please Apply now or call Sophie Haines on 08 8400 4400.
Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.
DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/about-us/policies. Do not submit any sensitive personal information in your resume.
Key Responsibilities:
• Manage rostering, forecasting, scheduling, and break optimisation to ensure efficient contact centre coverage.
• Monitor call volumes and performance metrics to align staffing with workflow demands.
• Support and coach contact centre staff, assisting with escalations and customer inquiries.
• Respond to incoming calls, emails, and messages, providing accurate and timely assistance.
• Conduct call monitoring and provide performance feedback to team members.
• Maintain and update customer databases and records.
• Liaise with internal departments and complete associated clerical tasks.
• Promote services and provide additional information to customers where appropriate.
What We’re Looking For:
• Proven experience in workforce planning within a contact centre environment.
• Proficiency in workforce management tools – Genesys PureCloud experience highly desirable.
• Familiarity with Salesforce – desirable.
• Intermediate to advanced Excel skills.
• Strong communication, problem-solving, and organisational skills.
• Ability to work independently and collaboratively in a hybrid setting.
This is a fantastic opportunity to contribute to a high-performing team in a flexible and supportive environment. If you would like to be considered for this role please Apply now or call Sophie Haines on 08 8400 4400.
Applicants new to DFP may be asked to provide additional information including work rights status via a survey link – if requested, we ask that you provide this information in order to expedite your application.
DFP welcomes applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability. In addition, DFP will provide reasonable adjustments for individuals with disability throughout the recruitment process. If you identify as a person with disability and require adjustments to the application, recruitment, selection and/or assessment process, please advise via adjustments@dfp.com.au or 1300 337 000 and indicate your preferred method of communication (email, phone, text) so we can keep in touch and meet your accessibility needs.
By clicking 'apply', you give consent that DFP may use your personal information to process your job application and to contact you for future employment opportunities. For further information on how DFP process your personal information please review the DFP Information Collection and Privacy Policy via https://www.dfp.com.au/about-us/policies. Do not submit any sensitive personal information in your resume.
